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Customer Services Assistant job in Hounslow

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Job Ref:  CA_36689
Employer:  Carillion plc
Job Type:  Contract
Country:  United Kingdom
City:  Hounslow
Post Code:  TW3
14/10/2016 01:06

Purpose of Role
To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner

Principal Accountabilities
• Receive and process customer telephone requests to ensure the timely and effective completion of work, in accordance with the service level specification.
• Ensure that the relevant information is logged into the Carillion database to enable the accurate transfer of information to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call
• Provide an administrative support service to the team (including distribution of mail; typing; filing; and dealing with telephone calls) to maximise time and also ensure a good response to customer service.
• Ensure completed and partially completed tasks are entered into the database, to maintain the current status of tasks outstanding.
• Responsible for the completion of standard or non-standard tasks within own area
• Acts as part of a team to deliver activities which support operational objectives
• Takes instruction and will be subject to regular local supervision of progress against results and escalates issues when required
• Interacts with stakeholders around specific work efforts and deliverables
• Supports delivery of Health and Safety policy and standards

Additional Role Information
Job Title
Library Assistant
Business Division
Reports to
Library Resource Manager
CCS Libraries
Staff responsibility

Job purpose
To provide a quality library service which meets contractual requirements and the needs of the community in line with the Vision set out in the SLA:

  • · To provide offenders in custody with a range of reading and reference material that will:
  • · assist their learning and skills development;
  • · help them to structure their time when they are not engaged with regime activities;
  • · provide essential support and guidance to their resettlement aims; and
  • · Encourage their use of libraries after release, as part of adopting a positive role in society.

Key Responsibilities
? To meet customer needs by providing the highest quality
customer service

? To communicate courteously effectively with all customers,
using discretion and initiative, whether in person, by phone,
or in writing, seeking innovating ways to meet their needs

? To undertake routines associated with the day-to-day
provision of Library services, assisting customers
including the issue, renewal and return of library
materials, reservations, administering charges due,
Shelving and shelf tidying.

? To participate in the day-to-day provision of a first level
enquiry service, answering enquiries using a range of
resources, referring them to senior staff or liaising with staff in
Other departments throughout the Prison as appropriate.
  • · Help offenders develop their literacy, and providing other suitable and relevant services to engage offenders in library services.
  • Support the Library Resource Manager to select stock that reflects the diverse nature of the prisoner population
  • Provide reasonable access for all prisoners
  • As part of the SLA and with the Library Resource Manager support identified learning opportunities
  • Support prisoner resettlement as appropriate

  • · To deliver and support other library events including setting up and preparations of spaces for events.

  • · To participate in community outreach activities

  • · To assist with the upkeep of the computer database, maintaining borrower and material records.

  • · To promote the benefits of library membership to all members
of the community and ensuring the joining procedures are
carried out in a straightforward and encouraging manner

  • · To participate in the organisation and delivery of community engagement events and activities as well as in preparing and mounting displays to promote stock and services as directed.

  • · To assist with resource management, ensuring that the
Library’s stock is in good condition, neat and tidy, and that new additions are promoted and made available to the customers without delay.

  • · To calculate relevant charges, fees etc as per internal procedures.

  • · To contribute to achieving Prison service-wide initiatives and
Objectives as appropriate and directed

  • · To assist in the training of new staff and volunteers

  • · To open and close the library in the absence of Library Resource Manager

  • · To undertake any other broadly analogous duties

Knowledge and Experience
  • · Previous experience of working with the public

  • · Proven commitment and understanding of the needs of a customer-orientated service and of the need for high standards of customer care
  • · Understanding of equality and diversity
Person Specification

  • · Excellent communication and interpersonal skills

  • · Ability to deal with a fast changing environment and to react to situations and incidents calmly and to take direction from Prison Officers as and when needed.

  • · The ability to work effectively and enthusiastically as part of a team

  • · Good literacy and numerical skills enabling the post holder to shelve items in the correct order

  • · Ability to work well under pressure, with excellent attention to detail.

  • · Excellent customer care skills, enabling the post holder to provide a high standard of service to the
  • · The ability to listen and understand other staff and members of the public

  • · The ability to learn quickly and accurately in order to work without constant supervision

  • · Flexibility and preparedness to work at any library
Education and Qualifications
  • · Educated to A level or equivalent
  • · A satisfactory DBS check will be required
  • · ICT skills to ECDL standard or equivalent.
  • · Security Clearance as per Prison Service requirement mandatory
Carillion Competencies
Achieving and Doing
Pushing yourself and others to perform to the highest level, whilst actively challenging the way things are presently
Customer Focus
Knows who the customer is (internal and external). Listens to and understands the needs of both internal and external customers to enable the delivery of their expectations
Delivering through People
A team player who can work in many different teams and in conjunction with suppliers and/or customers. Someone who shows respect for others by recognising effort, providing helpful feedback and by supporting the development of others
Planning and Organising
Is efficient in their use of time and actively looks for ways to get the most out of the time available. AS their planning is logical and considered, priorities are met while allowing the ability to adapt and change as necessary
Business and Financial Awareness
Understands what is needed to deliver today as well as making decisions that support Carillion’s long term goals
Contribution to Continuous Improvement
A keen focus on finding ways of improving performance in everything they do. AS well as being motivated to continuously improve, encourages others to do the same. Comes up with ideas for innovation and gets involved in areas outside the day to day role
Dealing with Change
A positive approach to handling the ever changing environment we work within. Seeks out opportunities to embrace all nature of change including technology, process, behavioural and organisational change
Builds Relationships
Builds lasting relationships both internally and externally by being open and honest, communicating effectively and considering the needs of others

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